Aspect Unified IP

Use the following procedure to create an Aspect Unified IP adapter (formerly called Aspect Unison/Ensemble/Ensemble Pro with Concerto).

Procedure 

  1. Choose General Setup > Integration Adapters > Settings.

  2. Click Create.

  3. Select Aspect Unified IP.

  4. Specify settings for this adapter in the right-hand pane, referring to the following table (all fields are required unless otherwise indicated):

    Field

    Description

    Adapter Name

    Type a unique name for this adapter. Do not use any special characters or characters that truncate xml. This field is not case sensitive.

    Description

    Optional: Type a description of the adapter.

    Adapter Type

    A read-only field that lists the adapter selected above.

    Startup Type

    Select a startup type: Automatic, Manual, or Disabled.

    DataSource

    Select a dialer data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. (you must have already created one in Enterprise Manager).

    Dialer Hostname

    Type the dialer host name. The default is server.

    Port

    Specify the port on which the dialer listens for a connection from the CTI adapter. The default is 3000.

    Use Backup Server

    Select this check box to use a backup server for Aspect Ensemble and Unified IP dialer connections. If you select this check box you must complete the following two fields.

    Backup Dialer Hostname

    Specify the hostname of the server you want to use as a backup for the dialer. (This option will only be available if you have enabled to the Use Backup Server check box above.)

    Backup Port

    Enter the port on which to connect to the backup server specified above. (This option will only be available if you have enabled to the Use Backup Server check box above.)

    Process Start Call Messages

    Enable this check box to process start call messages.

    The dialer distinguishes between “StartCall” and “StartRecord” events. When a call is presented to an agent, the dialer sends “StartCall” events and by default recording is triggered at this point. The customer can set the dialer in such a way that agents actually control when the dialer call can be recorded (using an agent dialer application or script). When agent chooses to record the call, the dialer sends the “StartRecord” event.

    Note: The start/stop call includes pop-up screens and after call work (ACW). The start/stop record includes only the customer portion of the call.

    Use Agent Login Id instead of Agent Id

    If you enable this setting, the system takes the Agent Id from the agent_logn_id field instead of the default agent_id field.

    Dialer Callback Device Type

    This is the type of device that comes in on the CTI events received from the dialer. Select one of the following:

    • Extension—Select this if the callback identifier used for the dialer login is the PBX phone Extension/DN.

    • Agent-Id—Select this if the callback identifier used for the dialer login is the PBX Agent ID.

    • Any—The callback identifier used for the dialer login can be either PBX phone Extension/DN or PBX Agent ID. In this case PBX phone Extension(s)/DN(s) and PBX Agent-ID(s) should be unique.

    Call Direction Field Type

    Select Default, Derived, or Actual. This setting works in conjunction with the Call Direction Field (see below) and the content of the UIP event stream to define the behavior.

    • If set to Default, all calls will be tagged with a call direction of Outbound.

    • If set to Derived, the call direction is derived from the UIP Call Direction Field, based on the presence or absence of data in that field.

      • The direction will be Outbound when the UIP field specified below is not present in the UIP event stream, or is present in the UIP event stream but has no data.

      • The direction will be Inbound when the UIP field specified below is present in the UIP event stream and has any data.

    • If set to Actual, the call direction is set to the actual value specified in the Call Direction Field, below.

      • If the specified field is not in the UIP event stream, or is present but contains no data, or the data in the field is anything other than Inbound, Internal, or Outbound, the direction will be Outbound.

      • If the value of the field is set to Outbound, Inbound, or Internal, the direction will correspond to this.

    Call Direction Field

    Type the name of the field (for example Phone or Direction), in the UIP event stream, that contains the data from which the call direction will be determined. If left blank, the call direction will be Outbound.

    Truncate Extension Length

    Use the dialer mapping feature available in Enterprise Manager in the dialer data source settings. Do not use this setting.

  5. Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system.

  6. Click Save. The adapter appears in the left-hand pane.

Related topics 

Supported Integration Service CTI adapters